Operation Manager / Supervisor - DRC

Axis My India Ltd; India; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health insurance

Competitive salary

Job summary

Axis My India Limited is India’s leading consumer data intelligence company, driving data-driven decisions through its PHYGITAL A App and Google Cloud-powered platforms. The role focuses on team leadership, CRM management, and performance optimization within a structured office setting.

The ideal candidate will bring 5–10 years of relevant experience, strong leadership, and deep understanding of call centre operations, CRM strategies, and quality improvement processes.

Qualifications

• 5–10 years of experience in a similar role.
• Must have experience in team management.
• Call Centre / KPO / Analytics experience required.
• Regularly analyze quality data and suggest actions based on data.
• Proven leadership skills.
• Knowledge of CRM strategies and Dialer systems.
• Good knowledge of Excel and presentation tools.

Responsibilities

• Recruit resources (recruits, selects, hires) as per project requirement.
• Forecast caller requirements for upcoming projects.
• Train and evaluate callers and other supervisors.
• Handle inbound/outbound processes.
• Oversee methodologies of calling, productivity, training, and quality.
• Support DRC team to meet company goals and productivity targets.
• Flexible in working hours and weekend shifts if required.
• Manage CRM systems and data-driven insights for team communication.
• Understand DRC functioning to maximize quality in high-volume calls.
• Oversee discipline management and administration to align with company goals.
• Manage performance across planning, monitoring, development, rating and rewards.

Skills

Team Management

Quality data analysis

Leadership

Discipline

Tools

CRM system

Dialer

Excel

Presentation tools

Job description

Axis My India Limited is India’s leading consumer data intelligence company, committed to enabling data-driven decision-making. It has launched the "A" App, a people empowerment platform designed to enhance the lives of a billion citizens by providing access to authentic information and practical solutions for everyday needs. The app follows a PHYGITAL model, leveraging Axis My India’s vast network of 5,000+ locations across 700 districts. Powered by Google Cloud and Google Gen AI, it continuously learns and improves to deliver better user experiences. The company is spearheaded by Mr. Pradeep Gupta who is a leading name in market research and is India’s top psephologist.

Responsibilities

• Resources recruitment (Recruits, selects, hires) as per Project requirement.
• Forecasting caller requirement for the upcoming project
• Train and evaluate callers and other supervisor.
• A person who has handled inbound/ outbound processes
• Thorough knowledge of methodologies of calling, productivity, training, and quality.
• Make sure that DRC team meet company's goals and provide sufficient support to achieve wise productivity.
• Flexible in working hours (Extension of shifts as per work requirement / Weekend working if required)
• CRM Management - Will be managing systems that helps manage customer data. It supports quality management, delivers actionable insights and facilitates team communication.
• In- depth understanding of DRC functioning - Will be needed to ensure maximum yield in Quality components of the Calls in high-volume and number business
• Administrative and Discipline Management - Responsible for Proper administration of discipline results for employees in willing cooperation and observance of the rules established to achieve organizational goals.
• Performance Management - Managing all five component processes (i.e., planning, monitoring, developing, rating, rewarding) work together and support resulting in, effective employee performance management.
• Costing - Operating costs are the ongoing expenses incurred from the normal day-to-day of running a business. All operating costs that cover costs of resources and other operating expenses.

Requirements

Qualification:

• Minimum of 5-10 years of experience in a similar role.
• Must have experience in Team Management.
• Call Centre / KPO / Analytics experience is any of the roles is needed
• Regularly analyze quality data and suggest actions based on collected data.
• Preferably handled a Survey based process
• Proven leadership skills.
• Well versed with the Dialler/ CRM Strategies.
• Good knowledge of Excel and Presentation
• Candidates should be adaptive to disciplined work culture.

• Opportunity to make significant contributions for India’s foremost Consumer Data Intelligence Company.
• Competitive salary and health insurance package.
• Stay up to date on the latest industry trends and best practices.

At Axis My India, we value discipline and focus. Our team members wear brand on sleeves, adhere to a no-mobile policy during work hours, and work from our office with alternate Saturdays off. If you thrive in a structured environment and are committed to excellence.